Politique de remboursement

The Koto brand and kotokyotojp.com website are the property of JMU Co., Ltd. All transactions on the Koto website are subject to Japanese law. Every order made by a customer (i.e., you) entails the explicit acceptance of the general conditions described below.


We will provide products as long as they are in stock. However, since our online store's inventory is used in conjunction with our real shops, there may be no stock even when it is indicated that there is stock on our online store.

If any product is unavailable and Koto cannot provide alternative products of similar quality and price, it will be refunded to the customer. If the product is temporarily unavailable, we will let the customer know about the expected delay by email.

The manufacturers may provide product descriptions in Japanese. Koto is not responsible for the contents of these Japanese instructions. If the delivered product doesn't match our website's description, the customer has 48 hours (from time of acceptance) to inform us.


When a customer clicks on the "Confirm" button when making an order, they commit to fully accepting all the terms of sale as well as the entirety of these General Conditions of Sale and without reserve.

The checkout process consists of 5 successive steps: 

  1. Confirmation of items to order,
  2. Input of billing and shipping addresses,
  3. Selection of a shipping option,
  4. Payment with PayPal or Stripe, and,
  5. Transaction confirmation.

The customer will be provided with the possibility of changing or reviewing any details in their order before the final confirmation. Once we have received an order, we will send a confirmation notice via email.


All prices are listed in US Dollars. Shipping and handling charges (included taxes that depend on countries) are not included in the listed price. Shipping charges are indicated during the ordering process.

All credit card transactions are processed securely by PayPal. It is not necessary to have a PayPal account to make a payment.

Koto does not keep any record of your credit card or other financial information. All financial transactions are encrypted securely and handled by PayPal.

If you cannot use PayPal, please send us an email to info@koto-km.com with a fulfilled Credit Card Authorization Form. Please email us for details if you do not have such a form.

The import of a product from Japan may be subject to taxes and custom fees in the delivery country. These supplementary costs are the customer's responsibility. Please read our Shipping page or refer to your national customs bureau's official site for more information.

Returns & Cancelations

If customers are not satisfied with an order, they have seven days to return the item(s) for an exchange, refund, or credit.

To process a return, customers are required to send an email to info@koto-km.com and include:

  1. Name and email address
  2. Order number
  3. Details on the items
  4. Reason for returning
  5. Photos of the item if it is broken or damaged

The customer will be responsible for the shipping charges associated with sending the return to us. Initial shipping fees will also be withdrawn from the total refund value (in case of a free shipping promotion).

Customers can cancel an order until it is dispatched (please contact us as soon as possible). We try to ensure that all product information is accurate and complete and that the photographs indicate the shape, color, and details of each item. Because orders are shipped internationally, exchanges cannot be made due to customer error (please see the Shipping and Delivery page regarding insured shipping), so please order carefully! 

In all cases, the customer is responsible for paying any required customs fees and providing all documents required by their country's relevant authorities. 

If the customer refuses to pay those taxes, the package will be sent back to us. After having withdrawn the shipping cost at the actual rate, we'll refund the order that we have been charged by the carrier and the shipping cost of the package's return.

Express shipments can't be sent back to us as return fees are too high (usually exceed the order value). In that case, the order will be destroyed, and no refund will be possible.


Koto will refund the customer within one week after having received the items back. However, our regular holiday is not included. The refund will proceed on the same account that was used for the purchase.

Applicable Duties

The company JMU Co., Ltd. is subject to Japanese law. Within those confines, we will try to satisfy our customers as much as we are able. In the event of complaints or difficulties, the customer can contact Koto customer service to find an amicable resolution.